I sent a complaint to a 'professional' business whose complaints procedure says they will acknowledge complaints within 2 working days and will "endeavour to provide a full response within 10 working days".
The ackowledgement was originated on day 2 but sent 2nd class so took 4 working days to reach me (plus a weekend in between). It is now 20 working days since they received my complaint and I have yet to hear further from them. I have rung twice to speak to the person who deals with the complaints - the 1st time I was told they were "in a meeting" the 2nd time that they had left the office for the day (at 3.30pm). I have now left 2 messages since Monday for a call back and I have still heard nothing.
AIBU to think that if you are going to have a complaints procedure (and publish this on your website) then you should actually stick to it. I appreciate that sometimes complaints have to be investigated and info gathered so they many take longer to respond to but in that event you should ring/write a further holding letter as a matter of politeness and to show that you take complaints seriously?
I hate when they do that. I am having to go to the housing ombudsman at the minute about my freeholder. They told me to! Even they agreed they can't follow their own procedures. We should be entitled to compensation if they can't.